topic Re: Re:Day 5 of customer support in Broadbandhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453665#M748735
<P>Support being given here:</P>
<P><A href="https://community.talktalk.co.uk/t5/Broadband/Broadband-speed/td-p/2452804" target="_blank">https://community.talktalk.co.uk/t5/Broadband/Broadband-speed/td-p/2452804</A></P>Fri, 14 Feb 2020 14:24:05 GMTferguson2020-02-14T14:24:05ZBroadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2452804#M748573
<P>speed dropped from 40-50Mps to 10-15Mbps about 10 days ago ,it started with the connection droping randomly for a whole day.</P><P>found some time today to try to sort it,lots of promises from 4 live chats about testing my line ect</P><P>then just left hanging.So no joy.</P><P>Would anyone know how i can get a proper response from talktalk.</P><P>&nbsp;</P>Tue, 11 Feb 2020 19:30:33 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2452804#M748573jeorge19652020-02-11T19:30:33ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2452914#M748592
<P>Hi <LI-USER uid="295752"></LI-USER>&nbsp;your post has been flagged for assistance and you should hear during the day so just hang in there a little longer and the oce team will sort you out&nbsp;</P>Wed, 12 Feb 2020 09:34:53 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2452914#M748592Divsec2020-02-12T09:34:53ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2452968#M748598
<P>Hi</P>
<P>&nbsp;</P>
<P>The sync speed is at 15mb, this is lower than it should be.&nbsp; All usual line tests are clear.</P>
<P>&nbsp;</P>
<P>Can you check the home phone is clear of any noise or crackles.</P>
<P>&nbsp;</P>
<P>Also, can you power off the router for a full 30 minutes then power back on.&nbsp; This will not immediately increase the speed as the profile has lowered, but will start a new clean session.</P>
<P>&nbsp;</P>
<P>Thanks</P>
<P>&nbsp;</P>
<P>Karl.&nbsp;</P>
<P>&nbsp;</P>
<P>&nbsp;</P>Wed, 12 Feb 2020 11:24:16 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2452968#M748598OCE_Karl2020-02-12T11:24:16ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453010#M748602
<P>Mine is currently 3 mps from the usual 13!! Have been in text message mode with TalkTalk for about 45 mins after I phoned and did what the recorded message said!! Have got as far as given them 2 characters of my password. Meanwhile speed is too slow for me to work!! First thing I did was to reset the router!! (but not leave it off for 30 mins!!)</P><P>&nbsp;</P><P>Update - after 3 hours on text on my phone and me having to run through hoops (e.g. password, type of&nbsp; master socket, how many ports etc etc ) it was decided that my router is faukty and they are sending out a new one. Meanwhile I am pleased to report that my speed has increased dramatically so I am now able to pick emails and work on the web again11</P>Wed, 12 Feb 2020 16:50:02 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453010#M748602Rochelle2020-02-12T16:50:02ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453084#M748614
Thankyou <LI-USER uid="252734" login="Divsec"></LI-USER>Wed, 12 Feb 2020 15:33:09 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453084#M748614jeorge19652020-02-12T15:33:09ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453104#M748617
<P>Thaks for your reply,ive already tried that,but no joy this started about 10 days ago when my broadband was randomly disconecting for a whole day,just thought they were maybe working on the network and things would sort itself out,but the speed droped and has not increased,after going through 4 live chats yesterday ,3 were a waste of time,the last gave me an ID number for future contact,but asked me to monitor my speeds for 48 hours.This same thing happened about 10 months ago,and they found no fault on my line so sent an enginner to check my internal equiptment ect,after doing all his tests inside and out found nothing,The problem was solved by the engineer requesting talktalk to restart/refresh my connetion there end,and yes it sorted the problem almost immediately,he couldnt understand why talktalk hadn't tried resetting my broadband connection before sending an engineer ,lol</P><P>&nbsp;</P>Wed, 12 Feb 2020 15:53:34 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453104#M748617jeorge19652020-02-12T15:53:34ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453107#M748619
<P><LI-USER uid="60428"></LI-USER>Just turned router off again will leave off fo 30/40 mins,<span class="lia-unicode-emoji" title=":thumbs_up:">👍</span></P>Wed, 12 Feb 2020 16:01:01 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453107#M748619jeorge19652020-02-12T16:01:01ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453244#M748643
<P>Hi&nbsp;jeorge1965,</P>
<P>&nbsp;</P>
<P>Thanks for trying that. As the speed hasn't improved we can arrange an engineer visit to investigate further. If you'd like us to arrange the engineer&nbsp;can you confirm:</P>
<UL>
<LI>That you accept potential&nbsp;<A href="https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291" target="_blank">Engineers charges</A></LI>
<LI>Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.</LI>
</UL>
<P>I've also sent you a PM to confirm some other details&nbsp;</P>
<P><BR />
Thanks</P>
<P>Chris</P>Thu, 13 Feb 2020 09:47:24 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453244#M748643OCE_Chris2020-02-13T09:47:24ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453325#M748659
<P>Thanks Chris,ive sent you all my details through personal message,</P><P>how do i make appointment for engineer,thanks</P>Thu, 13 Feb 2020 12:41:40 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453325#M748659jeorge19652020-02-13T12:41:40ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453327#M748661
I accept<BR />potential Engineers charges<BR />Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.<BR />I wouln need a confirmed appointment as everyone in my household work,<BR />Cheers<BR />Thu, 13 Feb 2020 12:46:44 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453327#M748661jeorge19652020-02-13T12:46:44ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453459#M748683
@ OCE_Chris,<BR />Hi How do i get my engineer apoitment ?Thu, 13 Feb 2020 21:19:58 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453459#M748683jeorge19652020-02-13T21:19:58ZStrange but truehttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453520#M748727
<P>Ive been messing around with talktalk for the last 4 days trying to resolve slow speed,</P><P>I saved the last catlod because it had some important info in it,So today i opened my documents on pc,just scanned for the date,and could see 2 <span class="lia-unicode-emoji" title=":thinking_face:">🤔</span></P><P>then i looked closer and one chat was from the same day same month but last year,</P><P>So at exactly the same day last year i was doing the exact same thing ,being driven mad by TalkTalks terrible customer service,lol!</P>Fri, 14 Feb 2020 08:54:38 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453520#M748727jeorge19652020-02-14T08:54:38ZRe: Strange but truehttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453521#M748728
<P>ChatLog**</P>Fri, 14 Feb 2020 08:55:33 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453521#M748728jeorge19652020-02-14T08:55:33ZRe: Strange but truehttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453644#M748729
<P>Hi jeorge1965</P>
<P>&nbsp;</P>
<P>What speeds are you getting?&nbsp;&nbsp;</P>
<P>&nbsp;</P>
<P>Can you connect to the test socket and run a speed test.&nbsp;</P>Fri, 14 Feb 2020 13:17:40 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453644#M748729OCE_Arne2020-02-14T13:17:40ZRe:Day 5 of customer supporthttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453662#M748734
<P>Im on Day 5 of TalkTalks abismal customer support,and probaly 6/7 hours of wasted time,</P><P>Been on live chat 5 times only to be asked the same things ,today i tried posting on the facebook page,i got a reply ,private message me ill help you,great i thought im getting somewhere,</P><P>Silly me,yep the same questions ,same script.The last chat i had yesterday told me this:</P><P>"When you chat us back, provide this ID: 4326424475 so that<BR />you will be assisted immediately and you don't need to repeat yourself."</P><P>Was the ID any use ,NO same questions,it always ends with "have you got mobile data you can use as i need to run line tests and your connection will go off,come back to live chat in 20 minutes"</P><P>Guess what, when i go back to live chat the whole process starts again.Even tried on this forum ,a waste of time too,private messaged account details,a day or 2 ago ,and still no response yet.I suppose my next step is hours of my time on the phone to a call center in a foreign land hopeing we can understand each other,but i fear the same results,lol!</P><P>I'm not supprised last year TalkTalk was named the worst telecoms service by the industry watchdog Ofcom,I think there going to do the double an get the award in 2020 too.</P><P>Ive been been with taik talk many years,but when my contract is up in 5 months i will be looking for a better provider ,and as talk talk are the worst,I cant really fail to acheive that.</P><P>&nbsp;</P>Fri, 14 Feb 2020 14:04:35 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453662#M748734jeorge19652020-02-14T14:04:35ZRe: Strange but truehttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453664#M748730
<P><LI-USER uid="40724"></LI-USER>&nbsp;Support already being given here:</P>
<P><A href="https://community.talktalk.co.uk/t5/Broadband/Broadband-speed/td-p/2452804" target="_blank" rel="noopener">https://community.talktalk.co.uk/t5/Broadband/Broadband-speed/td-p/2452804</A></P>
<P>&nbsp;</P>Fri, 14 Feb 2020 14:21:36 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453664#M748730ferguson2020-02-14T14:21:36ZRe: Re:Day 5 of customer supporthttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453665#M748735
<P>Support being given here:</P>
<P><A href="https://community.talktalk.co.uk/t5/Broadband/Broadband-speed/td-p/2452804" target="_blank">https://community.talktalk.co.uk/t5/Broadband/Broadband-speed/td-p/2452804</A></P>Fri, 14 Feb 2020 14:24:05 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453665#M748735ferguson2020-02-14T14:24:05ZRe: Re:Day 5 of customer supporthttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453718#M748736
what support ,ive heard nothing since,sending someone my account details they asked 2 days agoFri, 14 Feb 2020 16:51:08 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453718#M748736jeorge19652020-02-14T16:51:08ZRe: Strange but truehttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453724#M748731
<P>sorry for late reply been on chat all day,ive turned router off for an hour no change,</P><P>the connection is to master socket,even removed faceplate and connected to master test socket even though there are no extentions.</P><P>changed filter ,no change</P><P>reset router to default no change</P><P>&nbsp;</P>Fri, 14 Feb 2020 17:08:21 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453724#M748731jeorge19652020-02-14T17:08:21ZRe: Strange but truehttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453725#M748732
i was geeting 15Mbps since last week,and today 5Mbps maxFri, 14 Feb 2020 17:10:20 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453725#M748732jeorge19652020-02-14T17:10:20ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453732#M748720
<P>Hi&nbsp;<LI-USER uid="295752"></LI-USER>&nbsp;if u do the at then select the person it will link them to the post like i have done with u.</P><P>&nbsp;</P><P>they should reply next week now</P>Fri, 14 Feb 2020 17:39:19 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453732#M748720hosay2992020-02-14T17:39:19ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453733#M748721
cheers mateFri, 14 Feb 2020 17:50:31 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453733#M748721jeorge19652020-02-14T17:50:31ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453735#M748722
Hi <LI-USER uid="10646" login="OCE_Chris"></LI-USER> how can i get the engineer appoitmentFri, 14 Feb 2020 17:55:15 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453735#M748722jeorge19652020-02-14T17:55:15ZRe: Strange but truehttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453739#M748733
<P>Hi <LI-USER uid="40724"></LI-USER>&nbsp;</P><P>sorry for late reply been on chat all day,ive turned router off for an hour no change,</P><P>the connection is to master socket,even removed faceplate and connected to master test socket even though there are no extentions.</P><P>changed filter ,no change</P><P>reset router to default no change</P><P>i need an engineer out,</P>Fri, 14 Feb 2020 18:06:04 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453739#M748733jeorge19652020-02-14T18:06:04ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453742#M748724
<P><LI-USER uid="295752"></LI-USER>&nbsp;</P><P>&nbsp;</P><P>Why are you running 3 threads at the same time ?</P><P>&nbsp;</P><P>It is very confusing for anyone trying to follow, let alone for the OCEs !</P>Fri, 14 Feb 2020 18:24:57 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453742#M748724martswain2020-02-14T18:24:57ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453755#M748737
<P>Topics merged.</P>Fri, 14 Feb 2020 19:51:41 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453755#M748737ferguson2020-02-14T19:51:41ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453807#M748747
<P><LI-USER uid="170802"></LI-USER>&nbsp;</P><P>&nbsp;</P><P>Why are you so confused ?</P><P>1st topic, Re: Broadband speed, a genuine request&nbsp; for a little help<STRONG>,none received.</STRONG></P><P>2nd topic,Re:Strange but true, exactly what it says,not for help just shared a weird&nbsp;&nbsp; coincedence,me going through the same thing on exactly the same date last year.</P><P>3rd topic, Re:Day 5 of customer support ,is about my experience and opinion of the abismal talk talkcustomer support</P><P>Do you really think by posting topic 2 and 3 into the 1st would be of use for anyone trying to give me help with my broadband speed problem,i think not!</P><P>&nbsp;</P><P><STRONG>If you find my posts confusing ,just scroll on by,You Dont read them,LOL!</STRONG></P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P>Sat, 15 Feb 2020 11:36:39 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453807#M748747jeorge19652020-02-15T11:36:39ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453878#M748758
<P>Finaly got my broadband speed sorted today,</P><P>Yesterday evening i spenr 1 1/2 hors on the phone to technical support,at first same old story from the same script,after many refusals to accept the answers,i insisted they send an engineer ,i was told i would have to pay for it and the earliest appointment was next Friday,after telling the lady i would not accept waiting a week i insisted she let me speek to her manager,after being on hold for an eternaty i spoke to a very understanding South African lady,who made me an appointment today,The engineer found no faults in my home or on the line,he sorted it exactly the same way as the engineer did when this happened 12 months ago ,he just had the my line restarted/reset and within an hour im back up to 60 Mbps,I asked the engineer could talk talk have reset the line with out sending you out, He smiled and said ,they could have but it might us engineers out of a job,lol!</P><P>I must say talk talks procedures and customer services are soo messed up its crazy,</P><P>Im so glad my contract is up in 5 months ,as i dont think it would be possible to find a worse provider,</P>Sat, 15 Feb 2020 16:35:34 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453878#M748758jeorge19652020-02-15T16:35:34ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453886#M748760
<P>Hi <LI-USER uid="295752"></LI-USER>&nbsp;so glad you are back up and running. You didn't mention who the engineer worked for, I'm guessing openreach and that is an issue every ISP has, openreach control the exchanges and talktalk can only request things too happen....&nbsp;</P>Sat, 15 Feb 2020 17:40:33 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453886#M748760Divsec2020-02-15T17:40:33ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453891#M748762
Thanks <LI-USER uid="252734" login="Divsec"></LI-USER><BR />Maybe they should have requested openreach restarted the line,lol.<BR />talktalks broadband is for most of the time stable ,which i like,but if there is a problem its an absolute nightmare to get it sorted,ive been with them a long time and thought it may improve but sadly theres been no improvement since ive been with them.<BR />Im glad Fiber had been insalled in my area so i can have a fibre connection from the exchange all the way into my home,<BR />But sadly i wont be going to talk talk to supply me with this fibre broadband when my contract runs out very soon,<BR />Sat, 15 Feb 2020 18:08:37 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453891#M748762jeorge19652020-02-15T18:08:37ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453917#M748767
<P><LI-USER uid="295752"></LI-USER>&nbsp;</P><P>&nbsp;</P><P>This sums up my experience of the support given over last 6 weeks.</P><P>&nbsp;</P><P>Live chat, poor scripting, no continuity in call logging, no effective escalation process to 2nd and 3rd line support, shunting to 4G, cutting off etc. Wasting hours of my time and theirs, rather than identifying a problem and resolving it with proper technical support quickly.</P><P>&nbsp;</P><P>Wireless broadband speeds up and down to very slow levels. 2 X replacement routers and now a hub. Nothing has changed within my home except the router.</P><P>&nbsp;</P><P>Interesting that a user reset by TalkTalk is an option that seems to work.</P><P>&nbsp;</P><P>&nbsp;</P>Sat, 15 Feb 2020 22:11:14 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2453917#M748767grumpybear2020-02-15T22:11:14ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2455037#M748962
<P><LI-USER uid="223157"></LI-USER></P><P>You summed up,the customer support perfectly,and in a lot less words than i have,Lol!</P><P>Yep ,makes me wonder how many peoples problems could be solved quickly and simply,by openreach just re-setting the line at the exchange, My speed went from 15 Mbps back to my normal 60 Mbps within 20 mins of the engineer doing it.</P>Wed, 19 Feb 2020 17:07:50 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2455037#M748962jeorge19652020-02-19T17:07:50ZRe: Broadband speedhttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2455122#M748976
<P>Hi&nbsp;jeorge,</P>
<P>&nbsp;</P>
<P>I'm really sorry that we've missed your post and thanks for the update.</P>
<P>&nbsp;</P>
<P>Just to advise, we can optimise the speed for an ADSL connection, however we don't have the option to reset DLM for a fibre connection. With fibre we complete all our diagnostics checks and if DLM still hasn't improved the speed then we then we have to arrange an engineer visit for an engineer to investigate for any faults or why DLM hasn't improved the speed. They can then reset DLM as part of their fault investigation.</P>
<P>&nbsp;</P>
<P>Thanks</P>
<P>&nbsp;</P>Thu, 20 Feb 2020 07:47:12 GMThttps://community.talktalk.co.uk/t5/Broadband/Broadband-speed/m-p/2455122#M748976OCE_Michelle2020-02-20T07:47:12Z